At a Glance
- Tasks: Become a technical expert and resolve customer issues on the Postman platform.
- Company: Join Postman, the leading API platform used by millions globally.
- Benefits: Enjoy flexible PTO, wellness reimbursement, and a monthly lunch stipend.
- Other info: Be part of a fun, inclusive culture with excellent career growth opportunities.
- Why this job: Make a real impact by helping developers create better APIs, faster.
- Qualifications: 2+ years in technical support with strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API‑first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster.
Location requirement: This role is open to candidates based in London, UK. Timezone alignment: This role is aligned to London time (GMT/BST).
What You’ll Do
- Become a technical expert on the Postman platform
- Take ownership of customer reported issues and see problems through to resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Work with engineering, product, and customer teams to ensure speedy resolution
- Streamline processes, run experiments, build/maintain internal tools, build proofs‑of‑concept for users
- Contribute to our FAQs, which serve as our customer’s knowledge base
- Interact with Postman’s developer community of 15 million+ via our support channels, our public GitHub issue tracker and the community
- Achieve key metrics around CSAT, responsiveness, and number of iterations to a successful resolution
- Provide real‑time customer support via phone (and/or screen‑sharing when appropriate), including triage, troubleshooting, escalation coordination, and clear follow‑ups in writing
- Participate in weekend coverage to support customers outside of standard weekday hours, ensuring consistent responsiveness and handoffs across a globally distributed team
About You
- 2+ years of experience doing technical product support for a modern SaaS product
- Previous experience with API development / SaaS products
- Excellent written and verbal communication skills
- Very comfortable with technical concepts, great analytical skills, and able to explain how Postman works to a range of audiences
- Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
- Able to work asynchronously with a globally‑distributed team
- Familiarity with support platforms like Jira, GitHub, and Confluence
- Comfortable providing customer support over the phone, including explaining technical concepts live, guiding troubleshooting steps, and maintaining a calm, structured approach during high‑urgency issues
- Able to work standard hours aligned to London time (GMT/BST)
- Participate in weekend coverage as part of the role (via a rotating schedule or shifted week); timing and frequency may evolve as the team grows
What Else?
In addition to Postman’s pay‑on‑performance philosophy and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team‑building events will keep you connected, while our donation‑matching program can support the causes you care about. We’re building a long‑term company with an inclusive culture where everyone can be the best version of themselves.
At Postman, we embrace a hybrid work model. For all roles based out of San Francisco Bay Area, Boston, Austin, Tokyo, Bangalore, Hyderabad, London, and New York, employees are expected to come into the office three days a week. We were thoughtful in our approach which is based on balancing flexibility and collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our hybrid office model will be shared knowledge, brainstorming sessions, communication, and building trust in‑person that cannot be replicated via Zoom.
Our Values
At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.
Equal Opportunity
Postman is an Equal Employment Opportunity and affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Technical Support Engineer, EMEA London, UK employer: Postman
Postman is an exceptional employer that fosters a collaborative and inclusive work culture, offering employees the chance to grow within a leading API platform. With comprehensive benefits such as full medical coverage, flexible PTO, and wellness programs, along with a hybrid work model that encourages in-person collaboration, Postman ensures that its team members are supported both professionally and personally. Located in London, this role provides the opportunity to engage with a vibrant developer community while contributing to innovative solutions in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer, EMEA London, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Postman. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Postman before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer, EMEA London, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Postman:Your cover letter is your chance to shine! Tell us why you want to work at Postman specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Postman!
How to prepare for a job interview at Postman
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
